Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a tenant living in one of the units under this property management company. Last Thursday, my furnace stopped working. I submitted the maintenance request on Friday 11/22. And this Monday 11/25, one maintenance staff came in and confirmed that it was due to broken blowing motor. And maintenance request then was set to assigned to technical Monday 1:50pm and **** to visit unit. Unscheduled time. 11:24am today 11/26. However, my maintenance request was set to complete 4:24 pm without anyone coming in fixing the issue! In the meantime, nobody gave me any update or solution how I can deal with the cold weather (-8 c degrees)during the weekend with Thanksgiving break! I went to the leasing office immediately after I found out my maintenance request was closed. The working hour shows 10am-6pm but nobody was there at 4:45pm. I called and waited for one hour, still nobody answered the phone and showed up. I contacted the number for maintenance request and they just created a new one. I asked for the updates for previous closed request and they started repeating you have an existing one remain open and that one was closed.

  Business response

  11/27/2024

  COMPLAINT#  22610585 
  Zhining Sun
  *******************************
  ******************
  November 27, 2024
  
  On Friday, November *********************************************************** our company Portal after hours, but DID NOT call the emergency maintenance line.  Therefore,we were not notified that it was a no heat emergency until Monday, November 25th when we resumed Regular Business Hours. At that time our Maintenance Technician went to the unit and looked at the pilot flame, thermal couple and thermostat. He Replaced batteries in the thermostat and lit the flame.  The inducer motor was not pushing heat through the vents.  At that time maintenance gave the tenant a space heater until his HVAC Supervisor could assess the unit.  On Tuesday, November 26th the Supervisor assessed the maintenance notes and decided due to the age of the unit, he needed to replace the entire system. It has been ordered, it will not be in from the vendor until Monday December 2nd and will be replaced on Monday, December 2nd when it is delivered.
  Currently the resident has been given 2 space heaters and we have communicated with her the date and time of replacement.
  
  Andi List
  Regional Property Manager
  
  
  
  ************
  
  
  
  **************************************************************************************************

  Customer response

  11/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  Zhining Sun

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I and 4 other adults were shown an apartment priced at $1499. We asked what was included in the rent and we were informed that trash, and WiFi were included and utilities we would have to take care of. We saw this property on August 17th 2024. We informed the company that we would be seeing one more apartment and the making a decision. After the showing I was sent an email going over everything that was said during the showing. In the email it stated that there was an $85 months community fee. I emailed them back and informed the company that this was never mentioned in the showing and we were told everything was included in the rent with no more fees. The email I received said sorry for the miscommunication. We went back on the following Saturday August 24th to see the apartment again. We were informed it was $1499 again. On Monday morning I emailed the company asking them to send me an application for the apartment. An apartment for $1549 and $1595 was sent to me to apply to. I informed them we looked at the $1499 apartment and would like to rent that one. I was emailed back and informed that that specific apartment was the only one at $1499 and it had been rented out on August 21st and the tenant had already moved it. We informed them that this is impossible because we were physically standing in the apartment on the 24th. The manager then informed me she was sorry for the miscommunication and that no one was twisting my arm to live there and the apartment was $1549 and would I like to rent that one. I informed them that I would not like to proceed due to the price of the apartment changing so much and fees not being told to us and just showing up in the rent.

  Business response

  08/29/2024

  Our rental rates and unit availability are subject to change at any time prior to the execution of a lease. While we strive to provide the most accurate and current information, we cannot legally guarantee a rate or hold a unit until a lease agreement has been signed by both parties. The lease agreement is the binding document that specifies all terms, including rent, fees, and other conditions.

  Unfortunately, the unit they were interested in at the $1,499 rate was rented by another applicant shortly after the tour. Applying as soon as possible is the only way to secure a particular rate and unit since we are unable to hold units without a completed application and lease agreement.

  
  We aim to ensure transparency and fairness in all our leasing practices

  Customer response

  08/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22207197
  
  I am rejecting this response because: we were informed that the unit was rented on a Wednesday the 21st and the tenants had moved in on Thursday the 22nd and that is impossible due to the fact that we were in the apartments living room on that next Saturday the 24th receiving a tour of the apartment. And informed that the apartment was $1499. And on Monday the 26th, when we requested an application for the apartment we were informed that it was rented and the only thing available was for over $1500. It is impossible for them to rent that apartment days before we were given a tour. We were also informed that they were not twisting our arms to live there and that we would live anywhere it doesnt have to be there. They are falsely advertising prices of apartments. 
  
  Regards,
  
  ******* ******

  Business response

  09/05/2024

  Again, our rental rates and unit availability are subject to change at any time prior to the execution of a lease. While we strive to provide the most accurate and current information, we cannot legally guarantee a rate or hold a unit until a lease agreement has been signed by both parties.The lease agreement is the binding document that specifies all terms, including rent, fees, and other conditions.  This unit was rented prior to Ms.Kelleys decision to apply.
  

  Customer response

  09/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22207197
  
  I am rejecting this response because: It is impossibly for the suppose new ***** to move into the apartment on a Thursday if we were in the apartment standing in the living room 2 days later receiving a tour being told the apartment was still available. I do not appreciate being lied to and then being told, and I quote we are all human and make mistakes, we are not twisting your arm to live here. You can live anywhere. The multiple miscommunications over a matter of a few days is an unacceptable way to run a thriving  business and an unacceptable way to treat potential new customers who would be giving you thousands of dollars. 
  
  Regards,
  
  ******* ******

  Business response

  09/06/2024

  Unfortunately, there is nothing more that we can say.  Our rental rates and unit availability are subject to change at any time prior to the execution of a lease.  While we strive to provide the most accurate and current information, we cannot legally guarantee a rate or hold a unit until a lease agreement has been signed by both parties. The lease agreement is the binding document that specifies all terms, including rent, fees, and other conditions. This unit was rented prior to Ms. ******* decision to apply.

  Customer response

  09/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22207197
  
  I am rejecting this response because: I would like an apology due to being lied to by your employees and being disrespected by being told that they are not twisting my arm to live there and I could live anywhere else. I would never recommend your company to anyone looking for an apartment. I have never received an apology I have just been informed that there was a miscommunication. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved out of ******** ********** a month ago on July 22, 2024. They contacted me saying I owed them 550 dollars roughly. When you move they pay your utilities and you pay them back which that I guess makes sense. The other charge for is 360 dollar carpet damage. They stare there was a stain under the carpet. I turned a move in sheet in when I moved into the unit notating the carpet had stains on it. Now they are saying they got new management and lost my move in paper and are faulting me for the stain. That carpet was not new when I moved in and I can assure you that stain was not from me. It’s been a week since I got this letter and they’ve already sent it to collections. I’ve told them I will pay the utilities but I’m not paying for a carpet when I notated it already in my move in sheet. It is not my fault they lost the paper on their end. If it was something I had done and it was brand new carpet I would have no problems paying it but I did my job on my end turning in a move in paper. I’m not sure how you just lose someone’s paper when you change the carpet. I would just like my payment adjusted so I can pay the utility portion.

  Business response

  08/29/2024

  Upon reviewing our records concerning Ms. ********* complaint, it was noted that her documentation was incomplete, specifically missing the move-in/move-out inspection sheet that would indicate any pre-existing conditions, including the stains on the carpet. Ms. ******* informed us that she had submitted this documentation at the time of her move-in, noting the carpet stains. Unfortunately, we showed no record of this and were unable to verify her claim, which resulted in the charge for the carpet replacement.
  
  Ms. ******* mentioned that she had provided the move-in sheet to a former employee, who is no longer with our company. Recognizing the importance of proper record-keeping, I reached out to Ms. ******* on Saturday, August 24th, to acknowledge that it is indeed both parties responsibility to maintain these records. I assured her that her concerns would be escalated to our Regional Manager for further review and consideration. I also requested her patience, as it was the weekend, and additional time was needed for our Regional Manager to assess the situation.

  Unfortunately, before we had the opportunity to resolve the matter internally, Ms. ******* submitted a complaint to the Better Business Bureau. In light of this, we have taken the following actions to address the situation:

  1)   Ms. ******* has been removed from collections.
  2)   A full refund for the carpet replacement charge has been issued.
  

  We deeply value Ms. ******* as a former resident and sincerely regret any inconvenience this situation has caused her. We had hoped for the opportunity to resolve her concerns internally before they were escalated to the BBB. Nevertheless, we are committed to ensuring that all our residents are treated fairly and to preventing similar issues from occurring in the future.

  
  

  Customer response

  08/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *******

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since June 20, 2024 the air conditioning unit in my apartment has worked a total of 12 days. When the first work order was placed on June 20th, no repairs were made until July 10th. 11 days later, the air conditioner went out again. A repairman was not dispatched for 16 days. After being repaired on August 6, the air conditioner stopped working after one day. Now, nearly 2 weeks later, repairs have still not been made. Management repeatedly ignored attempts to communicate and achieve a resolution on this. While a portable air conditioner was eventually provided, the overall apartment temperature has been 80oF. This refusal to make timely repairs is a blatant violation of the lease agreement and has caused extreme physical, mental, and emotional distress. I demand repairs be made immediately or to receive partial reimbursement for the time I have spent in a unit where the landlord has refused to uphold their part of the lease agreement.

  Business response

  08/23/2024

  There were five air conditioning work orders from **************.  He made his first a/c work order on April 17th and that was responded to on April 25th by changing the filter. The second order was place on June 20th and that was responded to on July 10th by adding a hard start and charging the unit.  In that interim, on July 4th,there was an order that appeared to be a duplicate and was closed out.  The fourth order was placed on July 21st,wherein ************** stated the a/c stopped blowing cold air.  A response was made on August 9th by All in One who made a few repairs. The last work order was placed on August 10th, wherein ************* stated that the unit worked for a few days and is now not blowing cold air again.  Our contractor, All in One stated that the unit needed to be replaced and would give us a quote on the price.  On August 21st, the parts were received and the contractor replaced Mr. ****** unit.  As you can see, we have diligently responded to each and every work order.  We spoke with **** today and the a/c unit appears to be working.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Apartment lease was signed and moved in on July 27, 2024 with no issues. Building was recently built and I was the first ****** to move in the apartment. The apartment was sold with a parking garage that was promised garage entry private only to people who lived on the property which is why I bought the property. Upon moving, the leasing manager informed me that the private garage entry wasn't working at all and would be notified to customers when it would be up as they were still working on it. This gave me pause due to the fact that I have a KIA, but I hoped that it would be fixed as soon as possible. This did not happen. On August 3, 2024 at 4:48pm, I had heard my car alarm go off several times. I went downstairs and found my car ransacked, glass broken from the rear side, and my driving console completed ruined. I called the police and got a report taken with my car undergoing repair as of tomorrow. Due to this, I have had to pay several Lyfts to get around, pay a $500 deductible, and clean my car out. My best resolution to this is for Metropolitan Holdings to cover the full damages for my car including deductible for my car as well as reimbursement for Lyfts or additional inconvenience this has caused me. I called several times throughout the week and didn't receive an answer from the leasing agent until today after calling several property numbers. ***** stated that they were just getting fully staffed this starting next week, which is why nobody could get in contact with me. ***** promised me today that admin reached out to them about the situation, but I haven't heard anything back yet.

  Business response

  08/12/2024

  As part of ********************** recent tour, we discussed the fact that the garage is unsecured. However, the building is secured with key fob access. We would like to take this opportunity to remind ****************** that, as outlined in the Lease Agreement he signed, the responsibility for your vehicle and any personal belongings within it lies with you as the resident. The Landlord is not liable for any theft or damage that may occur. That being said, we understand the importance of feeling secure in your living environment. While we cannot assume responsibility, we are here to assist ****************** in any way we can to ensure his peace of mind. Please feel free to reach out if there are any concerns or if there are any additional precautions,we can help ****************** with. 

  
  Thank you for your understanding and cooperation. We are committed to making your experience here as comfortable and secure as possible.

  Customer response

  08/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22094324
  
  I am rejecting this response because: It is false that I was told at the initial tour that the garage was an unsecured. This was an item that was a requirement of moving into any  apartment which is why i went ahead with signing the lease. On top of this, the business didn't provide any follow-up call/email or anything related to the incident. At this point, I don't feel secure in my apartment due to the chance that anybody could vandalize my car again when it's fixed or I could possibly be robbed. I want further resolution in the situation as I was forced to throw away my belongings out my car that was shattered with glass and I'm stuck with a $500 deductible.
  
  Regards,
  
  *************************

  Business response

  08/29/2024

  Again, as part of ********************** recent tour, we discussed the fact that the garage is unsecured. We would refer **************** to his Lease as we are unable to attach it, herein, for privacy reasons.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  See evidence uploaded to website and ****** review submitted online: Avoid this landlord. They will fraudulently report you to a collection agency named "*****************************" several years after your lease ends with them. Some background: my lease ended as on July 11, 2020 and i also moved out right before that date. 3 years later they submitted a claim to their collection agency and this resulted in a **************** my credit score temporarily. The 3 major credit reporting bureaus have since removed the derogatory record from my credit profile (thankfully). To recap: if you do business with this landlord you will expose yourself to potential credit fraud and fictitious claims reporting

  Business response

  07/26/2024

  ****************** left owing approximately $125.  An invoice was sent to him which was never paid.  Thus, it was then sent to collections.

  Business response

  07/26/2024

  Sending a clearer invoice sent to ******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩